Pankaj Choudhary
Delhi,DL
Summary
Experienced Operations Professional with over 13 years of success in optimizing workflows and driving operational efficiency.Skilled in strategic planning, process improvement, and resource management. Recognized for reliability, adaptability, and effective leadership in high-pressure situations.
Overview
13
13
years of professional experience
Work History
Senior Operations Manager
Sky Gate Hospitality Pvt Ltd
2022.01 - Current
- Spearheaded CRM and Contact Center transformation for a fast-growing premium delivery chain across India.
- Managing the end-to-end Sales, Retention/Winback, Customer Engagement & Social media
- Monitor and continuously improve process Metrics i.e. Sales, Customer Acquisition & Retention
- Keeping direct coordination with the respective department to drive the smooth business
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
Operations Manager
AMS Comtel BPMS Pvt Ltd
2020.12 - 2021.12
- Managing the Max Life insurance process (Lead Generation, Sales & SDPL VSRM)
- Managing the end-to-end sales & Renewal Collection (Online & Offline)
- Develop strategies for reducing attrition & Shrinkage and improving employee satisfaction
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Assistant Manager
Live Digital Marketing Solution Private Ltd
2018.01 - 2020.11
- Managing a span of 150 agents, 6 TLs for a Cluster Process
- Monitor and continuously improve process Metrics (Collection, Retention & Sales)
- Conduct root cause analysis & develop corrective action plan on missed metrics
- Initiate new ideas, translate/implement best practices to enhance process improvements
Sr. Process Trainer
Vertex Customer Solution India Pvt Ltd
2015.09 - 2017.12
Process Trainer
Digicall
2014.06 - 2015.09
Customer Service Associate
Dishtv India Pvt. Ltd
2012.01 - 2014.06
Education
B.COM. -
Delhi University
Skills
- End-to-End Contact Center & CRM Management
- CX Strategy & Customer Lifecycle Optimization
- F&B and HospitalityOperations
- Aggregator & Partner Channel Management
- SLA , CSAT , NPS , AHT & First Contact Resolution
- Customer Engagement Framework
- Customer Lifecycle Automation
- Customer Retention Strategies
- Marketing Automation Technique
- Campaign Performance Analysis
Languages
English
Hindi
Personal Information
- Date of Birth: 08/23/90
- Nationality: Indian
Additional Information
2 years Experience in CRM & Ads Campaigns Management {Push/In-App/SMS/E-mail/Whatsapp} | CLM | Cloud Kitchen |
Process Managed
- Biryani By Kilo & Mutiple Brands Cloud Kitchen Startup (Aggregators Sales & Winback Sales)
- Max Life Insurance (Lead Generation, Sales, SDPL, Website to recruitment)
- Edelweiss Tokio Life Insurance, Cars24, Healthians & Wellness Diagnosis (Sales & Insurance)
- Jio Mart (Inbound & Outbound)
- Vodafone Telecom (Retention & Collection)
- Dish TV & Hathway (Inbound, Outbound & Collection
Timeline
Senior Operations Manager
Sky Gate Hospitality Pvt Ltd
2022.01 - Current
Operations Manager
AMS Comtel BPMS Pvt Ltd
2020.12 - 2021.12
Assistant Manager
Live Digital Marketing Solution Private Ltd
2018.01 - 2020.11
Sr. Process Trainer
Vertex Customer Solution India Pvt Ltd
2015.09 - 2017.12
Process Trainer
Digicall
2014.06 - 2015.09
Customer Service Associate
Dishtv India Pvt. Ltd
2012.01 - 2014.06
B.COM. -
Delhi University